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Newrez · 8 hours ago

Collections Representative

Tempe, AZ

Full-time

Onsite

New Grad, Entry Level

0+ years exp

Newrez is dedicated to exceeding the expectations of residential mortgage borrowers and business partners through superior service. The Collections Representative is responsible for managing collections on selected portfolios, maximizing recovery, and ensuring effective communication with borrowers.

FinanceFinancial Services

Responsibilities

Receive and review loan information

Contact borrowers to cure delinquency, set up payment arrangements and/or settle accounts through the use of manual calls and an automated dialer

Manual dialing specifically calling Active cells that do not reach the dialer as well as additional allowed attempts to landlines and permission granted cells

Identify and recommend optimal workout strategies based on individual borrower

Understands Current and 30 DPD rolls and how to read manual dialing reports

Understands Legal/Warning statuses on manual dialing reports

Work with designated clients taking inbounds and making outbounds for those clients only

Effectively and efficiently corresponds via email with dedicated clients

Use the DA tool and work with client matrices regarding workout strategies including deferments and repayment plans

Effectively notate RFD and the entire conversation with the customer for the clients to view notes and make determinations on actions

Utilize our skip tracing tools when confronted with an account that has no phone number

Identify and recommend assistance strategies, as necessary

Increase frequency of borrower contact by using scoring model

Performs related duties as assigned by management

De-escalating calls and logging complaints

Knowledgeable of FDCPA guidelines

Updating contact preferences for homeowners when provided consent

Updating the system with updated preferred language changes

Assist in sending emails to borrowers which consists of pulling files, attaching documents, or mailing as well as follow-ups in regard to previous emails sent

Reaching out to consumers regarding past due accounts, taxes, liens, and insurance

Submit necessary tasks to have account updated in reference to the current issue on the account

Give in-depth reviews of escrow analysis to ensure the consumer is aware or any changes made to the account

Provide top notch care to our consumers by answering questions about the payments, taxes, insurance, etc

Ensure that each account is accurately documented as well as capturing complaints when necessary

Aid consumers to help cure the delinquency status by offering RPPs, or deferments if eligible

Meet monthly departmental goals by maintaining 100 payments per month or the team average as well as meet EVPH goals by ensuring that promises are captured on each call

Provide one call resolution

Prior to seeking approval, check deferments and repayment plans for accuracy. Ensure the correct clients' requests are submitted via the delegated authority tool

Performs related duties as assigned by management

Qualification

Collections experienceMortgage servicing knowledgeSkip tracing toolsMicrosoft Office proficiencySpanish fluencyProfessional conductReasoning skillsKeyboarding skillsOutstanding communication skillsAttention to detail

Required

High school diploma or equivalent, required

0-2 years, loss mitigation, collections, or related mortgage-servicing experience

Must pass written exam to determine comprehension of situations and proper writing style

English fluency required

Outstanding telephone and written communication skills

Familiarity with Internet-based search techniques (including the use of skip-tracing solutions)

The ability to maintain professional conduct when dealing with people of any mood or personality type

Familiarity with lending-related terminology and processes, especially related to mortgage delinquency

Excellent reasoning and research skills; the ability to see the 'big picture' and manage the details

The ability to safeguard confidential customer and company information

A solid work ethic, high integrity, a positive attitude, and strong attention to detail

The ability to follow instructions but work with minimal direct supervision

Excellent keyboarding skills

Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, PowerPoint, etc.)

The ability to remain stationary (mostly in a sitting position) for long periods of time

Must be able to remain in a stationary position for long periods of time

Must be able to effectively access/operate and interpret information on computer screens, documents, and reports

Must be able to effectively communicate with all homeowners

Preferred

Bachelor's degree, preferred

Spanish fluency a plus

Benefits

Medical, dental, and vision insurance

Health Savings Account with employer contribution

401(k) Retirement plan with employer match

Paid Maternity Leave/Parental Bonding Leave

Pet insurance

Adoption Assistance

Tuition reimbursement

Employee Loan Program

The Newrez Employee Emergency and Disaster Fund is a new program to support our team members

1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice

Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions